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Operations & Technical Support
Published on 10 March 2010
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Telx Technical Support and Escalation Procedure Contact List 530.24 Kb
Call our 24x7x365 technical support toll free at: 1.888.TELXTECH (1.888.835.9832)
or e-mail:
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Click here for instructions on contacting our support team.
Remote Hands
If you would like to utilize our Remote Hands Services please click here. To learn more about this service please see information provided below or contact your sales representative.
Telx Internet Exchange (TIE) support
If you require support for the Telx Internet Exchange (TIE) please This e-mail address is being protected from spambots. You need JavaScript enabled to view it. .
Facility Access
If you are a Telx customer and require access to a Telx facility please email This e-mail address is being protected from spambots. You need JavaScript enabled to view it. . Please note: You will not be granted access if you are not registered within Telx's Authorized Access Database. To gain authorized access contact This e-mail address is being protected from spambots. You need JavaScript enabled to view it. for rules and instructions.
Additional Customer Support
If you require other types of support or have any additional questions please contact Telx Customer Service at This e-mail address is being protected from spambots. You need JavaScript enabled to view it. .
Telx Customer Order Portal
Log into the Telx Customer Portal here to access information and updates on your account or to place an order. To request a username/password, or if you have forgotten your password please contact This e-mail address is being protected from spambots. You need JavaScript enabled to view it. .
Technical Support and Remote Hands Information
24x7x365 technical support is available to Telx customers in Atlanta, Chicago, Dallas and New York and will soon be available nationwide. All technical support is billed as a 1 hour minimum, billed in 15 minute increments after the first hour for all services rendered, irrespective of the level of complexity. Telx technical support ranges from circuit testing and server reboots to the provisioning, installation and turn-up of network equipment and circuits.
On-Call Remote Hands
All other Telx facilities are monitored 24x7x365. Our team of technicians and engineers have experience, certification or training in Cisco, Microsoft, LINUX, Telecordia, Nortel, NexTone or others to assist your technical needs. Remote Eyes and Hands offers all customers the option of on-call technical support on both a per-usage and prepaid package basis.
Remote Hands Packages
Telx provides Remote Hands Packages based on commitment levels at discounted hourly rates starting in three hour bundles.
Hourly Package Options
- Platinum includes 10 hours of On-Call labor
- Gold includes 5 hours of On-Call labor
- Silver includes 2 hours of On-Call labor
- Standard: no commitments
Services
- System reboots
- Hardware or software troubleshooting
- Circuit, loop, fiber troubleshooting
- Assistance with other technical failures
- Equipment installation and provisioning
- Information on location of hardware and circuits
- Infrastructure installation
- Management and inventory of ports in the Meet Me Area
- Third party network management
Category: Contact
